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| Tags | Description | Notes | Since |
|---|---|---|---|
| {ticket_hash_code} | A hash code for validating ticket replies | Required to be in the subject line to allow for tickets to be replied to by email | |
{ticket.id} | The system-level ticket ID | ||
| {ticket.code} | The ticket number | e.g. "1821914" | |
| {ticket.department_id} | The system-level department ID of the department this ticket belongs to | ||
| {ticket.staff_id} | The system-level staff ID of the staff member assigned to this ticket | May be empty | |
| {ticket.service_id} | The system-level service ID of the service this ticket is in relation to | May be empty | |
| {ticket.client_id} | The system-level client ID of the client this ticket is assigned to | ||
| {ticket.email} | The email address the ticket was emailed in from | Only set when the email address is piped in and unrecognized | |
| {ticket.summary} | A brief ticket summary | ||
| {ticket.priority} | The system-level ticket priority | e.g. "critical", "high", "medium", etc. | |
| {ticket.priority_language} | The language for the translated ticket priority | e.g. "Critical", "High", "Medium", etc. | |
| {ticket.status} | The system-level ticket status | e.g. "open", "awaiting_reply", "closed", etc. | |
| {ticket.status_language} | The language for the translated ticket status | e.g. "Open", "Awaiting Reply", "Closed", etc. | |
| {ticket.date_added} | The UTC datetime stamp of ticket creation | Formatted as "YYYY-MM-DD HH:MM:SS" | |
| {ticket.date_closed} | The UTC datetime stamp the ticket was closed | May be empty. Formatted as "YYYY-MM-DD HH:MM:SS" | |
| {ticket.reply_id} | The system-level reply ID attached to this ticket | ||
| {ticket.reply_staff_id} | The system-level staff ID of the staff member that sent this reply | ||
| {ticket.reply_type} | The system-level type of reply | i.e. "reply", "note", "log". Emails are only sent when the type is "reply" | |
| {ticket.details} | The ticket reply details in plain text | ||
| {ticket.details_html} | The ticket reply details in HTML | ||
| {ticket.reply_date_added} | The UTC datetime stamp of the reply | Formatted as "YYYY-MM-DD HH:MM:SS" | |
| {ticket.company_id} | The system-level company ID this ticket was created under | ||
| {ticket.department_name} | The name of the department this ticket belongs to | ||
| {ticket.department_email} | The email address of the department this ticket belongs to | ||
| {ticket.override_from_email} | Whether or not the email template's from address has been replaced with the department email | i.e. "1" or "0" | v3.1.0 |
| {ticket.reply_by} | The system-level type indicating where the ticket reply came from | i.e. "staff", "client", or "email" |
Departments
| Info | ||
|---|---|---|
| ||
When selecting POP or IMAP for email handling, be sure to select the proper Security option for the port you are using. None, TLS, or SSL may be required depending upon the port number you are connecting to. See http://www.arclab.com/en/amlc/list-of-smtp-and-pop3-servers-mailserver-list.html for a list of common configurations. |
Name
Description
Permissions
Default Priority
Email Handling
The following types are supported for email handling:
- None
- Piping
- POP3
- IMAP
Security
Box Name
Message Handling
Authentication
Port
Visibility
Email Piping
If your department is set up to receive tickets via email piping, your server must be configured to pipe those messages into the support manager.
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